V2 Rubric Detail — 4e86103e-6e44-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 14:11
Duration
12m 59s
Contact
Roxane
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134245
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.7/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication1.25/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall69.9% (-4.1)

V2 Grader Summary

The agent achieved a successful resolution by guiding the customer to reconnect to Wi-Fi, confirming internet access. However, foundational diagnostics per universal_isp_modem_diagnostics.md were skipped, and the agent failed to adapt communication pace for a hearing-impaired customer, resulting in partial marks for T1, C2, X2, and X3. No critical failures were present, and the outcome was fully resolved.

V1 Case Analysis

Customer had no internet after power outage. Guided to connect to Wi‑Fi (SSID Gertie), entered password, verified web access. Issue resolved.

Troubleshooting Steps
  • Asked the customer to locate and click the Wi‑Fi icon on their device.
  • Guided the customer to select the SSID "Gertie" and enter the network password.
  • Confirmed internet connectivity by having the customer open a website.
Key Observations
  • Agent did not verify WAN/modem connection or router status before focusing on Wi‑Fi.
  • Agent failed to obtain the router model number despite requesting it.
  • Customer indicated hearing difficulty, but agent did not noticeably slow down or simplify language.
Positive Highlights
  • Successfully guided the customer to connect to the Wi‑Fi network and verify internet access.
  • Polite and thanked the customer throughout the call.
Agent Errors / Gaps
  • Did not confirm router WAN or modem connectivity before troubleshooting Wi‑Fi.
  • Did not capture the router model number, which is required for proper protocol.
  • Did not adjust pacing for a hearing‑impaired customer.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirms internet is working: 'Holy cow. I think we did it... it's working.' Final confirmation: 'Yes, it's working. Wonderful.'
R2 Partially Met Diagnostic thoroughness conf 91%
Agent guided customer to connect to Wi-Fi, but did not perform foundational diagnostics (e.g., check router LED, verify modem status, test direct modem connection) before assuming Wi-Fi reconnection would resolve a reported internet outage.
R3 Met Correct resolution path conf 95%
Agent correctly pursued a troubleshooting path appropriate to the symptom (no internet) without prematurely escalating or dismissing based on warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified 'no internet' symptom and asked about prior troubleshooting, but did not ask about LED status, modem health, or WAN connection — skipping key diagnostic steps per universal_isp_modem_diagnostics.md.
T2 Met Appropriate tools / resources used conf 97%
Issue was device-level Wi-Fi connection; no advanced tools (remote session, logs) were needed. Verbal guidance was sufficient and appropriate.
T3 Met No misinformation conf 98%
Instructions to select Wi-Fi network and enter password were factually correct and aligned with adjacent_connecting_devices.md.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic control by asking questions and giving directions, but multiple long silences and lack of clear framing (e.g., no agenda setting) disrupted flow.
C2 Not Met Confirmed understanding conf 94%
Customer explicitly stated: 'I'm hard of hearing and I have trouble... you have to talk really slow to me.' Agent did not acknowledge or adjust speaking pace, despite repeated silences indicating comprehension difficulty.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, resolved the issue, and did not transfer unnecessarily.
O2 Met Proactive follow-through conf 95%
Agent confirmed resolution by asking customer to test internet access and closed the interaction with no pending actions.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent used polite language and thanked the customer, but failed to acknowledge the hearing difficulty or express empathy for their frustration during a prolonged outage.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt tone, pace, or delivery despite explicit request for slower speech; customer had to repeatedly ask for repetition, indicating disengagement.
X3 Partially Met Overall experience conf 85%
Agent avoided unnecessary steps, but did not reduce effort by pre-emptively guiding the customer through known actions (e.g., checking LED status) and allowed multiple long silences that increased cognitive load.
Call Transcript20 turns · 22 lines
Speaker 1
I think my I can't get my router to work. So. I need help.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linkss.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue. Hello, Intex's technical support. This is charm. How can I assist you with the lease? [silence]
00:00
Speaker 1
[silence] There is no internet no internet connection coming from my router. And I was on I was I checked tech support for the router and connect you know that connection that seems to be seems to be functioning fine. It's just not hooking up to the router here. [silence] Um we had a power outage a few days ago. [silence] But as right now right now no. [silence] What was that? [silence] Um since last Friday we we've been gone most of the weekend so you know uh
01:00
Speaker 2
If you're it so could you confirm whether there's no internet connection coming from your router? Nice you got it thank you.
01:00
Speaker 1
Trying to get it going today. Let's see. The serial number is S-S. S-slash-N 3 I think it's 30 n-10 m-28-a-208-5.0-8 spectrum.
02:00
Speaker 2
Got it. kindly, provide the model number, ma'am, and the serial number of your router. Bye. That is. Thank you so much for providing me the information. and also, may I know who is your internet service provider? Thank you. [silence]
02:00
Speaker 1
Now, I'm I'm. I'm hard of hearing and I have trouble, like, sorting out words, so you have to talk really slow to me. So say that again. Okay, I've done all of the unplugging, waiting, plugging it back in, you know, attempting to get it to restart and nothing's happening. Um, I haven't heard anything about,
03:00
Speaker 2
And what troubleshooting have you done so far with the Linksys router? [silence] What troubleshooting have you done so far with your Linksys router? I see. Uh, have you not pressed the reset button, right? Um, you just unplugged. Try to, um, um, connect your phone, ma'am, or your iPad, any device, to the Wi Fi name of this router.
03:00
Speaker 1
So, without that, I can't do much. So what do you want me to do? Yeah. Well, let's see. Um it is not wired directly to the router. It's wired from the router to the modem and then it must, I don't know how it connects to the computer, but it's been working. I'm yeah, probably. Can I check that? Yeah. Yeah. [silence] Can I -
06:00
Speaker 2
All right, so this laptop mom me, is it wired directly to the router? And can be connected wirelessly to the default wifi name of the router?
06:00
Speaker 1
For you or... Do you know... Do you know how to do that? I am... I am not good at this stuff. I muddle through, and that's about the best I can say. Yes. And... Yeah. So it is telling me that I am not connected through Bluetooth and it doesn't... Let's see. Okay, I went to a different site and... Okay, it's telling me that Wi-Fi is on, but it's not connecting.
07:00
Speaker 2
Yes, yes, please. Can you see a Wi-Fi icon on the bottom of your screen? On the right corner, kindly click that one. [silence]
07:00
Speaker 1
[silence] Let's see, I'm, I'm looking. If you'll bear with me, I'm not good at this. [silence] Network. Bluetooth devices. I want network and Internet. Uh, okay. And if I go and then the first one is Wi-Fi, uh, and then the one says select Wi-Fi network.
08:00
Speaker 2
What's the Wi-Fi name you're seeing? What's the Wi-Fi name you're seeing on the list? Yes, Network and Internet.
08:00
Speaker 1
And IT connect it, uh, go to show available networks managed yeah okay. So, okay. We've got it usually connects to this one says connecting it's called Gertie G-E-R-T-I-E. Let's see checking network. No it it's not showing me that.
09:00
Speaker 2
Select that one. yes, yes, yes. What's the WIFI name you're connecting? Can you see the linksest name on available networks? [silence]
09:00
Speaker 1
Enter network security key. Is that the password? Okay. Okay. Okay, I, okay, Kisiwa. APBBA. EPB. Okay. It says verifying and connecting. Connected, secured. Holy cow. I think we did it. [silence] okay, we'll do that. [silence] Yeah. [silence] Yes. [silence] Yes, thank you so much. That's exactly, you gave me just the help I needed. Yeah. Cuz I was just getting so confused. Yes, it's working. Wonderful. Thank you for being patient with me, and providing me with that help I needed. [silence]
10:00
Speaker 2
All right, so you are connected and secured. So kindly open any website, ma'am, and check if your Internet is working. All right, so it's working. Yeah. All right. You're welcome. And thank you so much also that I'm able to, [silence]
11:00
Speaker 1
Okay. My name is Roxanne Clark, and my email address is blue b-u-i-c-k special at Yahoo.com. All lowercase. Yeah. No, you you've made my day. Thank you, again, so much. Okay. You you have a good day. Yeah, bye bye.
12:00
Speaker 2
Got it. All right, thank you so much for providing all your information, ma'am. And thank you that I am able to assist you with this concern. And is there anything else, sir, I could assist you better than this? I see. All right. Thank you so much also, ma'am. Bye for now.
12:00